Why we are removing the surfing page

Posted by Andrew Male in communication, newweb 5 Comments »

UPDATE: The surfing page was deleted on 30/10/2009

There are a vast number of pages on our website, but we are starting to get a handle on pages that have been abandoned or are no longer necessary. The surfing page is a good example of this. It was created a long time ago when people didn’t have much experience of the web, obviously a lot has changed since then.  We ran a test to see what the page was being used for and the resulting ‘heatmap’ shows you which parts of the page are clicked on most frequently.

Heatmap

As you can see the two most active spots are links to Google and Yahoo plus a small amount of activity for Google Scholar.  The rest of the page receives almost no clicks.  This data from our test shows that the link to Google receives over 85% of all clicks on this page:

Crazy Egg Surfing clicks

We will be using this kind of information to help us decide how to develop and maintain the website.  In this case it’s clear that the page can be removed although in this case we will update the page for a short time before it’s deleted for good.

Being supportive

Posted by Yvonne in communication No Comments »

The other day we received an email notifying us that statistics for web-support are available.  These give a helpful insight into how quickly we respond to and resolve support issues.

For instance, monthly ticket information shows that the number of queries resolved in a month is close to and sometimes exceeds the number of queries raised.

RT stats: monthly ticket information

Most tickets are resolved within a day, with the average time to resolution being less than 5 days.  We get more than 50 support requests  per week, and 40% of these are resolved within the day.

Those that are not resolved as quickly are usually due to the complexity of the issue raised.

We manage support by splitting it across the team.  Members take it in turns to be supporter of the day, and are notified of new tickets by Instant Messenger.  If they cannot deal with a query themselves, they will assign it to colleagues within the team; but for most queries, any team member can deal with them.  We also have a list of solutions to common problems to which the supporter of the day can refer.

It’s worth reading our short tutorial, How to submit a support query, to ensure that you have included all the information we need to help you quickly.

We would also like to hear from colleagues about how we could make support more effective.

University wiki – Confluence 3.0

Posted by Alison Kerwin in development 2 Comments »

Update: Due to a number of complexities the wiki upgrade has been postponed to Tuesday 29 September between 8am and 9am. Web Services apologise for any convenience this may cause.

Original message below:

The University wiki is due to be upgraded on Friday 25 September 2009. The upgrade will take us to Confluence 3.0 the latest version of the software which has substantially improved performance and a range of new features.

For more information watch the Confluence 3.0 overview video or read the release notes.

Please note the wiki will be unavailable between 8am and 9am on Friday to allow for this upgrade.

What we have learnt

Posted by Yvonne in Get Creative, communication No Comments »

Get Creative is an annual activity where we work in a different way from our usual style to produce something that is a little bit different, but still useful to the University community.  Last year we produced Flat Out, a Facebook application for students; this year we have produced In Pictures, a way for people to share their photos of University life.  Because we have tried out new ways of working, we thought it would be good to ask everyone in the team what they had learnt about  either the way we work together as a team, the way we do Get Creative, or about building applications.

Yvonne

  • Last year’s Get Creative project was done over one week; this year’s was done on four consecutive Fridays.  This spreads the experience out for longer, and means we come back fresh to our other projects.  So this seems like a better way of doing it.
  • We have got even better at integrating third-party tools (JQuery, PhotoSmash, WordPress) into our applications to make a seamless user experience.
  • We have found out that we really are creative.
  • We have got better at wireframing.
  • We have worked on giving our new application a consistent personality and look-and-feel.
  • We have gone out and asked students what they would want from a photo uploading application
  • It was good that we brainstormed the ground rules for Get Creative and then voted on them

Henri de Toulouse-Lautrec

Henri de Toulouse-Lautrec (a creative person with a hat)

Liam

  • has found out that he likes telling people what to do and wants a “bossy hat”
  • enjoyed breaking out of the day-to-day routine and having a recharge
  • enjoyed working more closely with the developers

Alison

  • It’s OK to make snap decisions on what we can’t do
  • The team was more enthusiastic and motivated

Anil

  • learnt to use Balsamiq (wireframing software)
  • enjoyed working with others and had fun

Andy M

  • It was quite a challenge just building the application on the live site without using a test development environment
  • We didn’t do any documentation as we went along (due to time constraints) so we might have to “reinvent the wheel” on subsequent projects

Tom N

  • It’s important to have a decent development environment
  • Talking to users is not too time-consuming and it’s valuable
  • It’s fun and flexible to build stuff as we go long

Tom T

  • learnt more about using WordPress and Wordpress plugins
  • thinks that it’s been good working one day per week on the project because we can focus on getting a lot done during that day
  • but also thinks that the downside of this is having to spend time remembering where we had got to the previous week

Andy S

  • We need to be a bit clearer on what we want to achieve from the outset
  • The Product Owner needs to be present at the start of the project
  • Doing things differently is fun
  • Selecting our own project was good for motivation

So it seems that everyone enjoyed the project and learnt something about the tools we use or our team process.  We also stretched ourselves and got involved in activities that we might not normally do.

Doing things the student way

Posted by Tom Natt in Get Creative, communication, events 2 Comments »

Working in an office involves a lot of debate, consideration and throwing out of ideas. Suggestions are brought forwards and then pulled apart, finding flaws and jumps in logic until the finished product is something that the collective generally agree might be possible or the idea is discarded entirely.

The problem with this method is that a lot of very good ideas can be lost because “it can’t be done” is used to mask “it hasn’t been done before” and the latter is often because “it hasn’t been tried before”. Even if that is not the case, things change and past experiences can be rendered inaccurate. Back when I was a student running events and being involved in the radio station we would decide something was a good idea and push through it – overcoming obstacles along the way forced us to create innovative solutions and all on a tight budget (because everything back then was on a tight budget). We found alternative means of funding events, worked at unusual marketing campaigns and forged links with people who had expertise we did not have and needed. It was very exciting and we achieved things that baffled some of the more experienced people who later remarked that what we were doing shouldn’t have been possible.

The point of all this? Moving to an office puts certain expectations on one’s behaviour which seems to quell some of these instincts. One of the great things about our Get Creative events is that the only “it can’t be done” limitations are “what will everyone do” and “we cannot achieve that in the time limit”. Whilst these do kill off some very good ideas (Kelvin’s FaceTent idea is one I regret not doing) it leaves a great deal of freedom to “just try it”. Today we went out and interviewed some students about our inPictures app and captured it on video. We did not discuss the questions at length, we did not worry about how to approach them, we did not put out a call for volunteers, we didn’t even worry too much about what we wanted to learn ahead of time. We simply went out and talked to people, making it up as we went along. It took two people roughly two hours and we learned a great deal and will probably use our experiences in future projects as well as this one.

So what I am saying is: try things. Be creative. Challenge what can be done. We are all used to doing this whilst creating things for the internet – do it with your office processes as well. In the words of George Bernard Shaw (or quoting an ancient Chinese proverb, depending on which site you read):

“People who say it cannot be done should not interrupt those who are doing it.”

Challenging our own assumptions…

Posted by Alison Kerwin in Get Creative, communication, events No Comments »

Get Creative is about us trying new things so this week Tom Natt and I have been getting out and talking to our users.

Whilst we value the use of personas, user stories and user testing we don’t really get out enough and just chat to people about what we’re doing and what they’d expect from it. So today, armed with our camera and notepad, we went out and asked a few questions.

Some of the things we learnt which will affect what we do next…

  • People would be motivated by their friends using it – we need to make it more social!
  • No need to build in functionality for upload via a phone (eg. iPhone) at this stage – we felt it was very important.
  • Consider how this will appeal and be accessed by Alumni – we were thinking more about current students and staff
  • Batch upload is important – earlier in the day we decided it wasn’t

We could have spent a lot longer chatting to people but as an exercise it worked really well. We captured video footage of our interviews (using our flip) and came back armed with notes and ideas. It was incredibly useful to hear people describe what would motivate them to use the site, where they’d look for it and how they’d expect to use it.

Whilst we’ve only got a limited set of information for this project this is certainly an exercise we’ll build into our future developments. It taught us a valuable lesson that we can’t just assume we know what people want! ;-)

End of day one…

Posted by Alison Kerwin in Get Creative, communication, events 3 Comments »

Despite having half a team we’ve got an app working at the end of day one! It still needs more work but you can see where we’re going with it.

More next week!

What did we learn today?

Posted by Alison Kerwin in Get Creative, communication, events 1 Comment »

The whole point of Get Creative is that is forces us to work in different ways. So at the end of day one I thought I’d ask the team what we feel we’ve done differently and what we’ve learnt.

Unfortunately, for various reasons, we’re half a team down today so we only have six of us in the office!

What have we done differently?

What have we learnt?

  • Sometimes it’s ok to go straight for a plugin we know about without spending lots of time evaluating all the options. If we know it’ll do the job then that’s good enough.
  • Yvonne has learnt to define the personality of a web application
  • Anil learn to use balsamic
  • Andy Male learnt he quite likes vegetarian pizza

What should we make sure we do / don’t do next week?

  • Perhaps work more closely together… some of us (myself included) have tended to go off and work on things in isolation
  • Try and get more of the team in!

If you’re interested in what we’re doing keep and eye on this blog and follow us on Twitter.

I will be the person that…

Posted by Alison Kerwin in Get Creative, communication, events 1 Comment »

As we use Scrum for all our projects we are used to planning and delivering projects in a certain way. With Scrum the planning process starts by writing down all the things we want to deliver (based on user stories) and from there creating a backlog of work. This is then estimated, prioritised and the team commit to the work (a Sprint).

For Get Creative we are chopping this down quite a bit as an experiment. We started this morning with a brief discussion about what we wanted to do and then went straight into committing to the work. We have decided to use a simple “I will be the person that” approach whereby each person says what they’ll take responsibility for and takes the work on.

This morning we agreed what we would commit to today and after lunch we caught up on what we had achieved. To make this a bit more interesting we are using childhood or very old pics to identify ourselves…

I will be the person that…

Alison Kerwin (nee Wildish)

Alison Kerwin (nee Wildish)

  • Maps our childhood pics to our tasks [COMPLETE]
  • Pulls together a list of events we’d want to do ‘In Pictures’ for [COMPLETE]
  • Writes our first daily blog [COMPLETE]

Andy Male

Andy Male

  • Investigates using a WordPress plugin to build this [ON-GOING]

Andy Savin

Andy Savin

  • Takes pictures of the campus to launch the app [COMPLETE]
  • Orders our lunch (pizza) [COMPLETE]

Anil Herat

Anil Herat

  • Work with Yvonne to look to define our personality [COMPLETE]

Tom Trentham

Tom Trentham

  • Works with Andy Male to investigate the WordPress plugin [ON-GOING]
  • Gets a database [COMPLETE]

Yvonne Aburrow

Yvonne Aburrow

  • Looks at the personality we want for our app/sites [COMPLETE]

If you’re interested in what we’re doing keep and eye on this blog and follow us on Twitter.

Get Creative – Day 1…

Posted by Alison Kerwin in Get Creative, communication, events No Comments »

Following a team vote we have decided to develop ‘In Pictures’. This is something we launched in February this year to capture images of the University in the snow. This proved incredibly popular and we were inundated with photos to add to the site but our solution relied upon one of the team manually editing and uploading all the pictures which became very time intensive. Due to this we’ve haven’t done one since.

Our project is to develop this concept so that people can upload pictures directly. We aim to make the site much more user orientated. We will moderate images but we’ll let the users decide which they like the best. The aim is to capture more and more images of the University, events and experiences and to create more content for our website. As the saying goes… a picture can say a 1000 words.

How are we going to do it?

This morning we mapped out all the things we want our application to do and each of us committed to a series of tasks.

What we are doing today

Our plan showing what we

Later we’ll report back on our progress.

If you’re interested in what we’re doing keep and eye on this blog and follow us on Twitter.


Theme by ndesign-studio Entries RSS Comments RSS Log in